_{19th March, 2025}

Who are ActronAir:
 
ActronAir is a proud Australian company that has been designing and building world-class air-conditioning technology since 1984. At ActronAir, we are in our element pushing the possibilities of efficiency, performance and reliability to improve your comfort for a lifestyle you enjoy.
 
About the role:
 
Based in Marsden Park and reporting to the National Service Manager, we are seeking someone who will be responsible for leading the Service Administration team to deliver exceptional customer experiences.

The Service Admin Lead plays a key role in resolving escalated customer issues, analysing service metrics, and identifying areas for improvement to enhance customer satisfaction and loyalty. They collaborate closely with other departments, including sales, customer care, engineering and operations, to align service department initiatives with our business objectives. 

Strong leadership, communication, and problem-solving skills are essential for success in this role, as is a customer-centric mindset that prioritises creating positive interactions and building lasting relationships with customers.
 
Your responsibilities will include:

• Lead and manage the Service Administration team to deliver high-quality customer service.
• Set and maintain customer experience standards while resolving escalations and reducing issues.
• Ensure timely and accurate service call order entry, job allocation, invoicing, and data management.
• Provide hands-on leadership, assisting with business-as-usual tasks when required.
• Build strong relationships with state branches to achieve service KPIs and enhance customer satisfaction.
• Collaborate with internal stakeholders to improve service communication and efficiency.
• Identify inefficiencies, drive continuous improvement, and implement process enhancements.
• Analyze customer feedback and take corrective actions to optimize service performance.
• Foster a culture of innovation, accountability, and continuous improvement.

 What you will need to be successful in this role:

• 2+ years experience in technical Customer Service/Call Center Team Leader/ Management within a service background (HVAC, Home Security, Appliances, etc)
• Strong leadership, communication, and negotiation skills.
• Advanced ERP, Excel, and data analysis skills.
• Experience in change management and process improvement.
• Strong problem-solving, decision-making, and financial interpretation abilities.
• Results-driven, detail-oriented, and able to meet critical deadlines.
• Ability to engage, motivate, and build strong team relationships.
• Strong organisational and multitasking skills under pressure.

 Working at ActronAir, you will gain access to a wide range of benefits including:

• Discounts on our products for you and your family
• A focus on wellbeing through our Employee Assistance Program and Wellbeing App
• An inclusive and accessible working environment
• Our Recognition Program and App
• Countless opportunities to grow your career.

 
ActronAir embraces inclusivity and opportunity for all and encourages all suitably qualified applicants to apply.
 
If you’re not afraid to grow and learn, and are passionate about working for a company who values its employees, is fun, adaptable and always open to new ideas, then apply now!
 
For candidates who progress through our screening process, we are obliged to ensure that all candidates have the necessary legal right to work in Australia. We will require you to provide evidence prior to an interview. 
 

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